Rotech Healthcare

If you call the number for Rotech you never know which department or which company you are calling. I've talked to 3 businesses and 4 departments at the same phone number for Rotech. I've talked to ***, ***e, and Rotech. I've also talked to their Customer Service, Billing Department, Account Support, and Technical Support(web support). I've never been able to talk to the same person at Rotech when calling. I also have never been able to talk to someone in charge at Rotech when calling(RED FLAG). After dealing with this group for 8 years I'm out seeking another supplier to start using that has no ties to this waste of time. The only good side of the business is, in the 8 years, I've only had 5 deliveries not show up. Their rating just shows that with money you can buy your Revdex.com rating.

When purchasing oxygen from the store it has to be paid for at that time.no problem. Then after that I get a bill from their billing company which is Rotech for the same purchase. I had to call and get it straight.Done. When I got the bottle of oxygen they didn't have the right size bottle I turned in at the time so she gave me two smaller quantity ones for replacement of the one and told me she would let me have those for what my original one cost. now I get the bill for my other equipment and included in the bill is a charge for those bottles I already paid for and thought was resolved last month. I think their billing practices are tricking us into double paying ,some people don't look close at their bills for that practice . They're not doing it right .

Apparently, Rotech is not accountable for THEIR mistakes which places a huge burden on patients to resolve issues on their own. As other reviews have noted, I, too, received this past April, an unsigned form letter with no names or telephone numbers to respond to, demanding return of CPAP equipment or payment of $1331.00, and saying that my insurance had not paid for rental since 2016. This is 2018. I received no contact from Rotech or *** or my secondary insurance about any nonpayment and had no idea there was a problem. A check with my insurance company confirmed that no claims had been received since November, 2016. Rotech or it's affiliate dropped the ball somewhere, yet it's my problem to do something about it. I finally called the local provider and was told that *** said I wasn't compliant, yet my doctor visits confirm that I am. Heavenly days, no one would be using CPAP if it wasn't necessary! So here I am, stuck, and trying to determine other options for an issue that I didn't cause and knew nothing about. Rotech was negligent by waiting almost 18 months to tell me there was a problem.

wrongly billed
oct.29,2017 I call the number on the oxygen tank to pick up the tank and they said the doctor has to send an order so I called the doctor who has proof that they sent orders to pick the tank up.Rotech waited until feb.2nd of 2018 to get it.so now they are sending me a bill for $119.87 saying I owe until they picked it up .I have talked to them every month since sept .2017 and I get a different awnser every month,the doctors office has even talked to them and they are still sending me a bill.We feel this is a scam!

this complaint is against the *** office on *** - NOT Delta. Delta was the only city listed.
Rotech timeline
12/4/17
Showed up for "training class"
Was told my co pay was 76.76 despite having been told on three separate occasions by *** that my co pay was 56.00 and change.
During class it was heavily stressed that we need to "log" a certain amount of hours on the machine in order to make our insurance pay for it.
When I got home I prepared to use the machine as I had been instructed. From the moment I laid down, I felt as if I were suffocating. I tried to draw a breath and simply couldn't.
12/5/17
I spoke to a couple colleagues at work and they suggested that I ask that the ramp be lowered significantly. Since this machine had a memory card and modem, I pulled out the manual and tried to adjust the ramp myself. The majority of the functions on the device were locked.
12/6/17
I called *** and reported the problems I was having and the respiratory therapist named Terry who conducted the class, indicated he could see in the system that I hadn't even used it for two hours.
His solution? He told me to wear the apparatus while I was sitting on the couch watching tv. When I asked why the ramp and other features on the device were locked, he said that's just the way it is.
12/7/17 to 12/11/17
After further discussions with friends and colleagues who use a cpap machine, I made the decision that this was not the right therapy for me and on 12/11, I drove to the *** office I initially went to and returned the machine. The young lady at the front desk acted as if she had no idea what to do, and seemed rather put out that I had deigned to come back in to return the machine.
She indicated I had to keep the tubing, masks and water reservoir because they had been "used" and said, not to worry about it - insurance had already paid for it and to just throw them away.
Three times I asked about refunding my copay and three times she ignored my question and changed the subject, rushing through the transaction, obviously wanting to get rid of me.
I disputed the charge, in effort to get my money back and they blatantly lied to my credit card company and told them I had the machine and was not entitled to a refund. This conversation occurred in January 2018 - almost a MONTH AFTER I returned the machine.
Four days AFTER I returned the machine - they filed a claim against my insurance!!! I submitted a similar complaint to my insurance company but have little confidence they are going to do anything about it. I haven't received any communication regarding my complaint.
I have sent 2 emails to the corporate email address for Rotech in Florida. Each time, within minutes of hitting send, a call from a Florida number shows up on my phone complete with voicemail. (I work during the day, cannot always answer my cell phone). I returned the call the next day and was forced to leave a message. For two weeks I waited for a return phone call that never came. I forwarded my original email with an updated threat and again, within minutes, a phone call with voicemail. Within in 30 minutes, I tried to return the call, dialing on seven separate occasions to try to get a live person and each time all I got was voicemail. Utter waste of my time.
3/5/18 - 3/6/18
I received an email from Rotech that my supply order had been shipped. What the what? The supply arm of this company called me at work no less than 15 times the day after my "class" to setup an auto delivery program. I finally answered one of their numerous calls and nastily told them I do NOT believe in auto delivery, and after failing to successfully use the machine I had received the DAY BEFORE, would not even CONSIDER ordering anything from them.
So here I am, filing a fraud complaint, all because someone failed to do their job properly.
I want my co pay back, plus interest and I want them to return the money to my insurance company.
Sincerely,
***
***
Lakewood, Colorado 80226

I have returned equipment and requested numerous times for them to stop sending supplies and billing my insurance. They continue fraudulently to send.
Since January 2018 I have tried numerous times to cancel supplies from Rotech but am unable to reach them. I got an email reply from them in April that they would cancel, but they instead sent another shipment and billed my insurance $445. I have filed fraud complaints against them with United Healthcare and the Colorado Insurance regulator.

We received an oxygen tank at the Hospital. I have had the tank almost a month. I called for them to pick it up. They have not picked it up.
Vital care in Las Vegas said they would pick this up today. They have not picked this up and they have not called me. Who are they billing? How much are they charging? This is a scam.

see Attached document*
We received the enclosed threatening letter regarding the Oxygen Concentrator that we supposedly have. Please be advised that my mother passed away September I, 2017. A copy of her death certificate is enclosed for your information. Within two weeks of her death we contacted Intensive Home Care Services to pick up the oxygen concentrator. Her death was very painful to my father and he immediately set about cleaning her room and putting away everything that reminded us of her long illness. He asked me to call the â??oxygen peopleâ?? to come get the machine. I did so, and someone from the local office came by the following day and picked it up.
We have no use for the oxygen device, nor do we want it, and we do not have it. l recommend that you contact the local El Paso office and have them conduct an extensive inventory and/or investigation with their employees. From the start of 2018 your local store has sent someone to our house numerous times to pick up the machine. Each time your employees were advised that someone from their office had already picked it up last September when my mother passed away.
We cannot return to you something that your local El Paso office has picked up since September 2017. Please stop sending people to our home and sending these harassing letters. I suggest you start investigating employees in your El Paso store and their procedures first before you start threatening dead people.

My husband Richard *** was in the hospital dealing with cancer (Rotech Patient # 3886762)
It was determined the week of March 19 2018, he needed Palliative care. Medicare does not pay for beds unless it's ending Hospice care. I had to rent the bed and mattress. They told me it would be delivered 3-21 around 5-5:30. I advised them to call my cell(which I requested if there were issues. I had someone sitting there waiting on them to arrive. They called the house phone (we don't answer if no caller identified on Phone), AN HOUR AFTER DELIVERY TIME QUOTED, said could not get there, would delivery next day. The person I had there waiting, sat there for NO DELIVERY. I'm living at the hospital, had to arrange for people to help out. I paid $77.27 for rental of the bed, (never mentioned purchase of mattress) Not reflected on contract either.

My husband's health deteriorated.

March 27th we were trying to get him home with hospice care. He passed away before we could get him home.
I called GA med care on 4-2-to come get the bed, I called left two msgs, no one returned my call. Had to keep calling back until a body finally answered the phone, it was arranged to pick up 4-3. I called twice on the 3rd to get a pick up time (left 2 Msgs no one returned my call)

Bed was picked up on 4-3, driver would not take mattress back cause it was used. My husband did not make it home, never used. I covered it with new sheets and blankets the day it was delivered to protect it. Driver said I need to call office next day and discuss with them.

Well I called back twice on April 4, again left two msgs to call me back. Still have not received a call back to this day.
Mattress is now covered in plastic to keep it protected.

1.I talked to Dionna Holley for rental, only discussed rental for bed & Medicare would pay for his walker, again no mention of buying mattress.

2.I worked in customer service, and we would call back ASAP or return call next day.
3. Poor cust svc, and contract purchase not clarified.

I received a letter in the mail from Rotech that I must return my CPAP machine due to non payment from insurance. I was not informed / did not receive anything from them about this after an email from a *** employee that I responded to Feb 15, 2018 to *** with all of my insurance information. No other contact has been made to me since that time. I have been trying since April 15th, 2018 to get to talk to someone about this issue with no return email or phone calls at this time. The letter threatens collection action if the machine is not returned, but I can't contact any of them to find out why they feel my insurance isn't paying at this time.
Product_Or_Service: CPAP

This is the worst company that I have to deal with ever. I been using a cpap machine since 2009, after 9 years of using it the machine just stop working, I have to go through the test again in order for me to get a new one. When I got my machine on April 27, 2017, every seems ok, they said and I have documentation that I will be enrolled in the "CPAP Resupply Program" to receive my supplies, well I never received anything. I finally had to order my supplies, never send anything, I sent e-mails, phone calls, etc., nothing. Then they said that I have change my insurance to Medicare as primary and my previous primary will be my secondary. They sent me a questionnaire and I answer it and sent it back through e-mail, no supplies after 8 months I finally went to my doctor's office and ask for help, they intervene and told them that I have to see the doctor again and be re-qualified through Medicare, "they should have told me that from the beginning" and no waste my time. So I did everything they asked for answer the questionnaire again for the second time until they finally got me pre-qualified through Medicare and send me the supplies I needed. Now, after one year they send me a letter that "because I change my insurance and the insurance is not paying for the rental of the machine they want the machine back or they will charge me $1330.00 and sent me to collections. I went online and the price of this machine is between $638-$769 and on top of that my insurance already paid part of it. I do not understand, they have all my insurance information, I have been pre-qualified and they still with this argument. If I could give them a 0 star I would but the minimum is 1 star.

Demand letter received for elderly man's CPAP. Medicare claims that Rotech is submitting invoice incorrectly coded and with an incorrect address.
I am filling this compliant on behalf of my 83 year old father with stage 4 Alzheimers. We recently received a notice that the Insurance company (Medicare) was no longer paying for his CPAP machine and demanding payment for the full retail price of $1330. I spoke with Medicare and they confirmed his coverage but claimed the Rotech was submitting the claim under his prior address and that the invoice was incorrectly coded. There were no contact phone numbers on the demand letter so I called customer service and they transfered my to the Patient Accounting department. I heard an recording telling me that the wait time would be 3 hours and 40 minutes but to leave a message and someone would return my call. No one called back and I tried three other times with no response. I then called the customer compliant number listed on line and got a recording saying that "there was no one available to take my call." No options to leave a message.

I then contacted the original retailer that the CPAP was leased thru in Portland, OR. The retailer mentioned he gets calls like this "all the time." He was kind enough to place another call to the patient account department (wait time over three hours) and ask that a representative call me directly. No response.

So here we sit, waiting for the "repo man" to take away a demented old man's CPAP. REALLY?

After reading the other negative reviews of Rotech Healthcare Inc., it appears that the majority of issues were with the accounting and billing department over their gross incompetency and lack of response. Shame on Rotech for not fixing this problem.

I have tried everything I can think of to contact this company and I at a loss as to what else to do.

I do not know how this place has any business, except for when the physicians office automatically refer you to them, which was my case, and I did not know any better, but I do now. I got a CPAP from them in June, have ordered supplies from them since then. I received a not very nice letter from them recently, without a phone number to contact them, stating that I needed to return my device back to them or pay the full amount for the device, because the insurance was not paying. The fact of the matter, they had not billed my insurance company since June for the actual rental of the device, they had only sent in claims for the supplies I receive for the CPAP, which were all paid in full. When I called my insurance company they said the would have even bought the machine outright without renting if they had sent in in that way.

After finding a number for them, I stayed on the phone with them 3 hours mostly on hold , their explanation was (Unusual High Call Volume,)which tells me I am not the only person having problems with this company. Well they finally sent me to the local Division which is called Preferred Medical Equipment Company in Murfreesboro, TN, and they tell me it is not a insurance problem, but a prescription problem because it was not signed by the doctor. I want to know why a single person did let me know about the problem until now when I got the nasty letter. How on earth did I ever get the machine in the first place if the prescription was not right and how was I receiving supplies from them if the prescription was not right. Long story short I turned the machine back in to them. I would not recommend anyone using this company for any healthcare supplies. I wish I could give them -10 stars. STAY AWAY FROM THIS COMPANY THEY ARE TERRIBLE!!!!!!!!!!!!!!

ONLY DO BUSINESS WITH THIS COMPANY IF YOU ARE SEEKING TO BE LIED TO, STOLEN FROM, AND SCREWED OVER.
They will continue to send charges and bills for things you and your insurance company have already paid for. Their shipments are questionable at best (They made FIVE mistakes in the one order I tolerated from them before seeking out another company that wasn't quite TOTALLY INCOMPETENT at best, and CRIMINALLY DISHONORABLE at worst), and their customer service responds only with poor attitude and even worse service.
DO NOT DO BUSINESS WITH THIS COMPANY, EVER! They are getting a rating of one star ONLY because zeros and negative numbers are not allowed.

A referral was made to the Londonderry, NH office (First Community Care) for home oxygen for a patient leaving my skilled nursing facility. We were assured that the delivery would be made in time for the patient's overnight need. They never delivered and have been giving me the runaround all day as to why it was never delivered when it should have been- first telling the family and the home health agency that it was incorrect paperwork so as t make our facility the cause of the problem and then telling myself that "it was supposed to be delivered last night" and "I cannot get in touch with the person who was supposed to deliver it to find out why it wasn't delivered. It says here that it was on route to them" This is ridiculous and the worst part is that, because of *** competitive bidding, this is one of the only agencies that this patient can use!!! Meanwhile, our facility had to give this man part of our needed supply of oxygen to get him through the night. He still doesn't have oxygen. Very poor customer service. If they were unable to deliver, they could have at least let us know so that his discharge could be postponed until it was in place for him, but they assured us it would be there.

I don't know how this company stays in business. It's been 3 weeks and I still do not have my equipment I was given the runaround every time I called. Incompetence at all levels. I would give it -10 stars if possible.

I am current using a CPAP which was provided by *** at some point since I moved to Arizona in September of 2013. I had*** as my primary insurance at that time and I am also covered under CHAMPVA which pays as secondary. I all the years, I have had these two insurances, I have never received a bill for any portion of my healthcare. Once *** (***) reached the maximum payment for rental equipment, it is considered a purchase. In January 2018, I changed from ***, to traditional ***, but I still have CHAMPVA as my secondary insurance. Since September 19, 2017; Peterson's has not been providing *** with the proper information necessary for payment to be considered. On December 4, 2017, I contacted Peterson's billing department. I spoke to Deidra at 10:15 am. I was told that my secondary insurance had not been billed and that it would be processed for payment. On December 12, 2017 I call at 4:27 Pm and spoke to Holly in the collection department of Peterson's and explained the problem. She transferred me to the billing department and I spoke to Audrey on that same day at 4:47 pm. At that time I explained that *** denied as the claim did not show I owned the equipment. She told me my claims would be reprocessed. I did continue to receive billing but I have not received any further word from *** or CHAMPVA as to the status of these claims.I continued to received billing for my account stating I owed $54.12 I received a Summary Notice from *** dated December 22, 2017 stating the my services for September 19, 2017 billed amount $304.69; November 2, 2017 billed amount $304.69 and December 14, 2017 billed amount $360.00 were denied. Reasons given: The claim doesn't show that you own the equipment requiring these parts or supplies. You should not be billed for this service. You do not have to pay this amount. Today I refused to pay until insurance says I should.
Product_Or_Service: CPAP supplies

Have not received my equipment after 30 days and cannot reach anyone to get a status.
On 3/5/2018, my doctor's office faxed over a DME order to the Nashville office. It was ignored until 3/21 when I called to follow up and was told they were awaiting my insurance information. I pointed out that it was included in the DME order and I asked that the order be transferred to my local office. Two days later, the wonderful young lady at my local office was able to get it walked through my insurance but I was told the CPAP mask would have to be ordered by the area manager. It has been over a week now but my local office is powerless to answer the question of when I should expect my mask. I asked for the area manager's contact information but all they are allowed to give out is his first name and last initial. They were able to give me a contact phone for the day -- Nashville, where I already had called several times trying to find the number for the local office.

I tried all the numbers at the corporate office, as I had already called the Nashville office two weeks ago and asked to speak to their manager about having sat on my orders for over two weeks but I never got a call back.

Today, no one is answering at Nashville nor is anyone answering at Corporate -- none of the numbers. Meanwhile, my health continues to suffer as I am unable to get a good night's sleep without the equipment.

This has got to be the worst medical supply company I have ever dealt with. They do not send out supplies in a timely manner as advertised. They blame my insurance company for not approving authorizations. But, can't supply me with proof that they sent an authorization. They don't seem to care that the patients health is at risk because these filters, hoses and masks for the cpap machines are not changed as they are supposed to be because they don't send out the supplies in a timely manner. On another note, how can they possible have an A+ rating when they only have 2 positive reviews out of 65?

Company tried several time to take my mom's oxygen equipment away. Medicare does not allow this. She has a new supplier, but Rotech will not retriev
Major Medical, a RoTech company in abs, nm. tried several time to take my elderly mother's oxygen away. It is my understanding that they cannot do that until a new vendor has similar equipment in place. For some reason her doctor delayed updating her prescription until I complained to his superiors. Finally, a new supplier is in place.
I called Rotech to pickup their equipment and was told it was too late it had gone to collections. They refused to make an appt to get the equipment. I told them I am placing it outside the garage and they can pick it up at their leisure. No response in 4 days. I suspect they have been calling my mom who has age-related memory loss, although they have been given my phone number and been told that I have her POA. My mother's name is